Penny Evans Email & Phone Number

Cricklade, England, United Kingdom

Cirencester, England, United Kingdom

Cricklade, England, United Kingdom

Building and maintaining a positive and professional relationship with our customers. Assisting customers in all interactions with our company from product queries through to after sales service.

United Kingdom

Supporting team Organising quotes of materials and purchasing

United Kingdom

• System Administrator: Benefex o Liaise with clients regarding their work platformso High volume data input on Excel/Word with uploads to various company platformso Prepared pension and flexible benefits provider reports in accordance with regulatory requirementso Receive member queries and action accordingly.

• System Administratoro Liaise with clients regarding their work platformso High volume data input on Excel|Word with uploads to various company platforms

• Operations | Administration – The Old Spotted Cow – April to Nov 2019 (short term contract)o Reservations – booking confirmations, changes, cancellations; managing guest requirementso Taking calls, responding to emails & converting enquiries into bookingo Invoicing & paymentso Through excellent service provision, increased occupancy to 100% within 4 monthso Provided additional local area information – placed of interest & activitieso Set up & managed online marketing – social media & booking.como Set online promotions, designed all marketing collateralo Responsible for stock – ordering of suppliers & cost management

• Live in Carer | Companion | Bank Carer – Aug 2018 to March 2019o Initially working within a domiciliary care team with daily visits to clients, before taking on a short-term live-in roleo Supporting clients with personal hygiene, meals, medication administration

• Team Management o Recruited & managed a team of 3 FTE to support customers instoreo Training the team – customer service skills, product knowledge, communication, pricing, sales conversion; identified training requirements & implemented training programmes & opportunities for staffo Ensured best usage of resource allocation without loss of service• Marketingo Defined & implemented full marketing strategy for gift shop & expanded this to include the marketo Created all marketing collateral – printed media, posters, websiteo Engaged with local reporters for newspaper articles & press releaseso Researched & source unique designers, ensuring a range of bespoke items for sale in the shopo In-store visual merchandising – displaying designers, rotating & setting up internal & window displays• Market Stall Managemento Expanded the business to include a lively, market areao Designed the market area layout, stall sizes, rates – defined all policies & procedures from health & safety to waste & environmental managemento Conflict management between stall holderso Overall management of shoppers (footfall of +1000 on market open days) o Sourced & appointed outsourced security, parking attendants, porta loos etco Continually engaged with the wider community, understanding what they expected/wanted from the market area • Budget Managemento P&L management – costs, expenditure managemento Defined yearly budget taking seasonal peaks, special events & holidays into consideration

• Start up business as a sole trader, designing & crafting a range of bespoke jewellery items• Marketing of brand via website shopify & on social media platforms (Facebook & Instagram)• Networked & exhibited at several craft markets & independent jewellery shops• Increased client base substantively, enabling the purchase of House of Heart Emporium gift shop

• Team Managemento Managed a team of 40 staff in the FMCG retail unit (Spar)o 360 management – KPIs, targets, performance management, annual leave, absenteeism timekeeping, recruitment & disciplinarieso Held regular team meetings – discussing successes, challenges, improvements, new products, promotions, whole organisation updates• Customer Support Managero Remit to manage customer service across 5 stores in the groupo Complaints investigations – root cause analysis, resolving issues at source & working to eradicate duplicity; responding to customers, logging & closing complaintso Continually driving customer service delivery across all stores, with a focus on staff training• Operations Managemento Defining & rolling out instore promotions & discounts o Stock inventory & control – investigating stock variances, ordering of stock & managing PSL

o Owned & managed a postal agency & stationery shop providing a range of added services & administrative services to the public & corporate clientso Adherence to franchise agreement & set corporate identity with autonomy to manage as an individual, growing the businesso Defined & created a range of marketing collateral, promotiono Budget and P&L managemento Recruited support team, training, mentoring & building a skilled service talent pool focused on customer service delivery & quality of service